12/9/10<br />Slide 1<br />IntroductiontoKenCall<br />December 2010<br />
The Management Team<br />Eric Nesbitt, COO, Kenya<br /><ul><li>Bachelor in Technology and Management from Cranfield Univer...
Former Managing Director of Consolidated Warehouses Ltd., Foursquare Logistics Ltd.
12 years extensive leadership and diverse entrepreneurial experience</li></ul>Nicolas Nesbitt, CEO, Kenya<br /><ul><li>MBA...
Former Consultant of The Boston Consulting Group
Former Vice President Qwest Communications - $1bn responsibility
Former Sales Executive at different US companies
Co-founder of Market Race LLC</li></ul>Steve Liggins, CFO, USA<br /><ul><li>MBA from London Business School (UK), Bachelor...
Retired Head of Bank One New York Office
25 years banking industry experience
4 years experience in Kenya at First Chicago (later First American) Bank </li></ul>Roger  Hunwicks, CIO, Kenya<br /><ul><l...
16 Years of experience in the field of Software Development, System Adminstration and Network Management
Former Group Software Development Manager at Software Technologies Ltd</li></ul>Slide 2<br />
KenCall Delivers a Comprehensive Set of Services<br />Slide 3<br />Call Center Services<br />BPO<br /><ul><li>Inbound Sales
Outbound Sales
Customer service
Tech support
Help Desk support
Lead generation
Market surveys
Incident Reporting
Voice Transcription
Data entry
Database clean up
Word processing
Email management</li></ul>Relationship Management<br /><ul><li>Customer Care
Customer Activation
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  • Smart cards – millk collection system- card and handheld device that is used during milk collection and information is stored on the card and downloaded and captured in a centralized location – get anything on credit based on your milk volumes and information Is available to the farmer over SMS
  • Suburban
  • Introducing financial BPO services in the future
  • Three main segments within the bpo – people management , client management and infrastructure management. Quality and efficiency quality and performance indicators – with infrastructure – continuous upgrades and introduction to new softwares – such a miki-wiki – talk about later with m-kilimo
  • What exactly did we do for EABL?
  • M kilimo event presentation e-dairy

    1. 1. 12/9/10<br />Slide 1<br />IntroductiontoKenCall<br />December 2010<br />
    2. 2. The Management Team<br />Eric Nesbitt, COO, Kenya<br /><ul><li>Bachelor in Technology and Management from Cranfield University (UK)
    3. 3. Former Managing Director of Consolidated Warehouses Ltd., Foursquare Logistics Ltd.
    4. 4. 12 years extensive leadership and diverse entrepreneurial experience</li></ul>Nicolas Nesbitt, CEO, Kenya<br /><ul><li>MBA from Stanford (US), Masters and Bachelor from Dartmouth (US)
    5. 5. Former Consultant of The Boston Consulting Group
    6. 6. Former Vice President Qwest Communications - $1bn responsibility
    7. 7. Former Sales Executive at different US companies
    8. 8. Co-founder of Market Race LLC</li></ul>Steve Liggins, CFO, USA<br /><ul><li>MBA from London Business School (UK), Bachelor from University of New York (US)
    9. 9. Retired Head of Bank One New York Office
    10. 10. 25 years banking industry experience
    11. 11. 4 years experience in Kenya at First Chicago (later First American) Bank </li></ul>Roger Hunwicks, CIO, Kenya<br /><ul><li>Bachelor in Mathematics from Oxford University
    12. 12. 16 Years of experience in the field of Software Development, System Adminstration and Network Management
    13. 13. Former Group Software Development Manager at Software Technologies Ltd</li></ul>Slide 2<br />
    14. 14. KenCall Delivers a Comprehensive Set of Services<br />Slide 3<br />Call Center Services<br />BPO<br /><ul><li>Inbound Sales
    15. 15. Outbound Sales
    16. 16. Customer service
    17. 17. Tech support
    18. 18. Help Desk support
    19. 19. Lead generation
    20. 20. Market surveys
    21. 21. Incident Reporting
    22. 22. Voice Transcription
    23. 23. Data entry
    24. 24. Database clean up
    25. 25. Word processing
    26. 26. Email management</li></ul>Relationship Management<br /><ul><li>Customer Care
    27. 27. Customer Activation
    28. 28. Customer Retention
    29. 29. Customer Acquisition
    30. 30. Cross-selling/ Up selling</li></li></ul><li>Key To Success Is Our Intense Focus On Managing The Basics...<br />Slide 4<br />People Management<br /><ul><li>Recruiting
    31. 31. Training and incubation
    32. 32. Production management
    33. 33. Quality monitoring
    34. 34. Quality
    35. 35. Reliability
    36. 36. Focus
    37. 37. Effectiveness
    38. 38. Speed</li></ul>Infrastructure Management<br />Client Management<br /><ul><li>Business analysis
    39. 39. Reporting and escalation
    40. 40. On site client hosting
    41. 41. Constant reviews
    42. 42. Redundancy
    43. 43. IT support
    44. 44. Network monitoring
    45. 45. Physical and logical security</li></li></ul><li>KenCall Staffs for Success<br /><ul><li>Anglicized accents
    46. 46. High service oriented </li></ul> culture<br /><ul><li>All staff have university degrees or diploma level.
    47. 47. Multi cultural and multi lingual.
    48. 48. Technically capabilities.
    49. 49. Broad knowledge of international geography, history and culture</li></ul>Highly Educated Staff.<br />Pleasant PhoneEtiquette <br /><ul><li>Motivated employees, eager to learn
    50. 50. All employees expect to work hard.
    51. 51. Embedded in culture</li></ul>. <br /><ul><li>Positions are challenging
    52. 52. Large labor pool and jobs are scarce
    53. 53. Extensive investment in education and training</li></ul>High Retention Rates<br />Strong work Ethic<br />Slide 5<br />
    54. 54. Some of KenCall‘sPast and Present Clients <br />Confidential <br />Slide 6<br />
    55. 55. ...Strong Believers...<br />Slide 7<br />Has received an<br />Equity investment from<br />April 2007, Nairobi<br />
    56. 56. ...Received Powerful Endorsements...<br />Slide 8<br />“KenCall is one of the reasons the Kenyan economy grew over 6% last year.” <br />Thomas Friedman (Author of “The World is Flat”) in the New York Times<br />
    57. 57. …Internationally Renowned Awards…<br />Slide 9<br />
    58. 58. ...And Attention From Leading Institutions Around The World<br />Slide 10<br /><ul><li>Harvard Business School Professor Dan Isenberg spent extensive time in Nairobi to study the company.
    59. 59. The caseis now taught to second year students of the Harvard Business School MBA program in its International Entrepreneurship Class.
    60. 60. MIT MBA School has also written a casestudyon KenCallforitsFinancestudents</li></li></ul><li>
    61. 61. Problem statement and opportunity areas<br />Problem<br />Opportunity<br /><ul><li>The typical rural family is solely dependent on its farm’s yield
    62. 62. Farms are inefficient
    63. 63. Limited access to essential information
    64. 64. High reliance on traditional practices
    65. 65. Huge gap between cutting-edge and traditional agricultural practices
    66. 66. Rapid increase in mobile phone penetration in sub-Saharan Africa
    67. 67. The majority of rural households have access to mobile phones
    68. 68. Air time prices are decreasing
    69. 69. Call centers now allow two-way information flow
    70. 70. Enormous potential to grow the BPO sector in Kenya</li></ul>Farms are traditional and inefficient<br />Advanced advice is now only a phone call away<br />
    71. 71. Solution<br /><ul><li>Leverage BPO infrastructure and IT systems to provide real-time access to expert advice and multiple line support.
    72. 72. Deliver service more efficiently than traditional face-to-face methods: anytime availability, quality assurance of content and delivery systems.
    73. 73. Complement and enhance “extension services”</li></ul>CRM – customer <br />management system<br />CMS – content <br />management system<br />Content <br />assessment<br />Farmer<br />Expert<br />Content<br />Partners<br /><ul><li>Agricultural know-how
    74. 74. Efficient agricultural practices
    75. 75. Value chain information
    76. 76. KARI
    77. 77. Infonet Biovision
    78. 78. aWHERE
    79. 79. ACDI Voca</li></ul>Access expert advice via mobile phone<br />MA in agriculture, 2-3 years of field experience<br />
    80. 80. Progress overview<br />Objective:Design and establish a mobile phone, voice-based farmer Helpline to deliver agriculture and climate information to Kenyan smallholder farmers, enabling them to make more informed decisions through the farming lifecycle<br />Sept 09<br />Dec 09<br />Apr 10<br />Aug10<br />Mar11<br />Nov 25<br />Phase 1: <br />Setup and Go-live<br />Phase 2: <br />Testing<br />Phase 3: <br />Pilot<br />Phase 4: <br />Launch<br />Phase 5: <br />Sustainability<br />Milestones: <br /><ul><li>10,000 farmers have used the service (Actual: 7,857 registrations, 7,028 questions)
    81. 81. Gain a better understanding of the questions/ products demanded from farmers
    82. 82. 20,000 farmers registered, 25,000 questions raised (Actual: 20,184 subscribers, 27,783 questions)
    83. 83. Gain a better understanding of in-demand questions/ products for launch stage
    84. 84. Set-up operations for launch stage
    85. 85. 25,000 farmers registered.
    86. 86. 37,000 questions raised
    87. 87. Test of commercialisation concept
    88. 88. Long-term sustainable business model
    89. 89. Business plan for the next year of operations (proposed)
    90. 90. Set-up the project and operations successfully
    91. 91. Launch the service
    92. 92. Collect feedback from user groups</li></ul>12/9/10<br />Slide 14<br />
    93. 93. Almost 25,000 Farmers Registered<br />12/9/10<br />Slide 15<br />Phase 3: Pilot <br />Phase 1 & 2: Set up and Test <br />Phase 4: Launch<br />
    94. 94. Almost 37,000 Questions captured<br />12/9/10<br />Slide 16<br />Phase 3: Pilot <br />Phase 1 & 2: Set up and Test <br />Phase 4: Launch<br />
    95. 95. Our Farmer’s Profile<br />Achievements: Identified profile of the customer : <br />A male farmer with a household size of less than 5 people. <br />His farm is small – no more than 2 acres. <br />He grows cereals and has livestock on his farm.<br />55% of farmers with a total cultivated land size of 2ac or less<br />69% of registered farmers are male<br />Slide 17<br />12/9/10<br />
    96. 96. Distribution location of our farmers<br />12/9/10<br />Slide 18<br />36%<br />12%<br />7%<br />0%<br />8%<br />35%<br />1%<br />1%<br />
    97. 97. What our farmers are asking?<br />12/9/10<br />Slide 19<br />Animals<br />Crops<br />
    98. 98. What else are the farmers asking about?<br />12/9/10<br />Crops as primary farming activity generate most questions on marketing<br />Three main areas of questions<br />Credit<br />(18% of total)<br /><ul><li>Where to access credit options
    99. 99. Credit options</li></ul>Strategic Marketing<br />(19% of total)<br /><ul><li>General more strategic advice on how to do marketing
    100. 100. Where to sell/where to buy</li></ul>Inputs and Prices<br />(63%)<br /><ul><li>Whatpricesand where
    101. 101. Where and how to get the Inputs</li></ul>Slide 20<br />
    102. 102. Quality KPIs. <br />Repeat usage. Percentage of regular users increased from 5,5% to 12,5%.<br />Turn-around time. Percentage of questions answered real-time increased from 53% to 87%.<br />Inbound/outbound calls ration increased from 0,45 to 0,79. <br />Subscribers who asked<br /> n number of questions:<br />Slide 21<br />12/9/10<br />
    103. 103. The Value Chain: “How Does The Money Flow?”<br />Farmers nationwide<br />CRM<br />Experts<br />Marketing Agents<br />“mKilimo”<br />CMS<br />$<br />$<br />Free Advice<br /><ul><li>Crops
    104. 104. Animals
    105. 105. Weather
    106. 106. Market Price</li></ul>Research<br /><ul><li>Surveys
    107. 107. Research
    108. 108. Database cleanup</li></ul>Promotion<br /><ul><li>Referrals
    109. 109. Appointments
    110. 110. Sales</li></ul>$<br />$<br />$<br />$<br />$<br />$<br />Government/ Donors<br />Commercial Input &Service providers<br /><ul><li>KARI
    111. 111. Min. of Ag
    112. 112. Donors
    113. 113. Cross Subsidy from M-Kilimo
    114. 114. Fertilizers
    115. 115. Pumps
    116. 116. Seeds
    117. 117. Banks
    118. 118. Insurance
    119. 119. MFI’s
    120. 120. Marketing
    121. 121. Media
    122. 122. NGO’s
    123. 123. Donors
    124. 124. Government
    125. 125. Research Companies</li></li></ul><li>Potential of Sustainability through Government Support<br />12/9/10<br />Slide 23<br />Rockefeller has “patient capital” and will continue to support this project, but needs help in ensuring economic sustainability (with government and private sector)<br />How this service can benefit the government:<br />Stabilize and ensure food security (“public good” component)<br />Facilitate development of local skills and organizations and links with other programs and institutions <br />Transfer new technologies to farmers and rural people<br />Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations<br />Address public interest issues in rural areas: <br />resource conservation<br />health and food security monitoring<br />disease and pest monitoring and control<br />agricultural production monitoring <br />food safety, nutrition and family education<br />Youth development<br />
    126. 126. Areas of improvement<br />Focus on increasing size of database <br />to make it more attractive to the “Big Wigs” of agriculture<br />Product Development <br />Introduce a “training” arm to M-Kilimo. Utilize experts to create “training” sessions for farmers on entrepreneurship, farm management, loan management and increasing farm productivity. <br />Test other forms of marketing<br />Television Advertising<br />Banner Advertising<br />Push further on Word of Mouth advertising. <br />12/9/10<br />Slide 24<br />
    127. 127. Vision: Future Growth Areas<br />Facilitate development of local skills and organizations and links with other programs and institutions <br />2. Transfer new technologies to farmers and rural people<br />3. Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations<br />4. Address public interest issues in rural areas: <br />resource conservation<br />health and food security monitoring<br />agricultural production monitoring <br />food safety, nutrition and family education<br />Youth development<br />12/9/10<br />Slide 25<br />
    128. 128. Vision: Other countries have expressed a huge interest<br />12/9/10<br />Slide 26<br />Rwanda<br />Uganda<br />Ghana<br />
    129. 129. Vision: Revolutionize the agriculture sector in Africa through technology<br />12/9/10<br />Slide 27<br /><ul><li>Input companies
    130. 130. Banks & MFI’s
    131. 131. Agri- Partners
    132. 132. Research Institutions
    133. 133. Governments
    134. 134. Insurance
    135. 135. Supermarkets
    136. 136. Hotels
    137. 137. Pharmaceuticals
    138. 138. Transport</li></ul>ETC<br />
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